This is the review I sent to Rosa del Monte
1 Star - Extremely Disorganized, Poor Communication, No Accountability
Our experience with Rosa del Monte (Puerto Rico / Philadelphia) was deeply frustrating and disappointing from start to finish.
We shipped a pickup truck on October 17 from Puerto Rico. We were quoted $1,800, but upon arrival at the Philadelphia facility, they refused to honor the quoted price and instead demanded $3,000. Only after a lengthy conversation did they finally agree to honor the original quote. This should have been our first warning sign.
On November 29, we received a formal letter from Rosa del Monte (receiving destination) stating that the truck was ready for pickup. We went in person and were told we needed to pay the taxes, which we did immediately. We were then informed that the truck still needed to be inspected and that this would take about one week, after which they would call us.
That call never came.
For weeks, we called twice a week, every week. Each time, we were told the same thing:
"Please leave a message and someone will call you back."
No one ever returned our calls.
The person answering the phone was consistently unwilling or unable to provide any information beyond repeating that script.
Finally, on January 9, after nearly six weeks of silence, we went in person to investigate. Only then were we told--very casually--that the truck was ready for pickup and had apparently been ready all along. We were also told they had "called and left a message," which never happened. There were no missed calls or voicemails--at any point.
Adding insult to injury, the November letter explicitly stated that daily storage fees would begin after December 1. The fact that no storage fees were charged strongly suggests this case was forgotten, neglected, or improperly tracked rather than actively processed.
The most disappointing part of this entire experience was the complete lack of accountability.
No apology.
No acknowledgment of the delay.
No explanation.
When we later called to file a complaint, we were laughed at and told:
"This matter is resolved. We don't see what the issue is."
The issue was never the truck alone--it was the weeks of silence, misinformation, disregard, and total lack of customer care. All we asked for was a basic apology for how poorly this was handled. We didn't even receive that.
This was a terrible experience--one I would not wish on anyone. Based on our experience, I cannot recommend Rosa del Monte to anyone who values transparency, communication, or professionalism. read more
